Service Desk Engineer

Spotlight Sports Group is a global media and technology company specialising in content and data within sports betting, horse racing and fantasy sports. With over 400 employees, the group operates multiple award-winning brands, including Racing Post, Pickswise, myracing and Free Super Tips. We partner with leading operators across the betting industry to produce and build multilingual, best-in-class digital products and content to engage and educate customers.

Job Purpose: To provide a professional and proactive B2B and desktop support service to B2B customers and a busy office environment including responsibilities for consumable management, mobile device and asset management, meeting room setup and assistance with Incident Management. This includes the Southbank office and remote support to other offices in the UK and abroad. This role is part of the Spotlight Sports Group Enterprise IT Department which supports a fast paced expanding Tech department and the Spotlight Sports Group business.

Key responsibilities:

• End user support for the Spotlight Sports Group staff for hardware, software, infrastructure and telephony requests.
• Administration of user accounts using Active Directory for the internal Windows network, Google Admin for Gmail and Google Docs and in-house systems.
• Mobile Device asset management for users’ devices including support and logging the status of the device throughout its lifecycle.
• Supplier order management for consumables and hardware and software provision.
• Ensuring support and operational procedure documents are kept up to date for day to day activities and tasks.
• Maintaining the Configuration Management Database for Racing Post assets.
• B2B 1st line triage and life cycle management ITIL Incident Management using a Service Management toolset following an established best practice framework process.
• Internal Customers – Enterprise IT supports up to 500 desktop users and delivers IT support to the business as a service.
• External Customers – Racing Post has a newspaper production, B2B and digital presence to maintain and ensure availability for public customers.
• Resolver Groups – Enterprise IT provide support for internal departments including Development teams.
• 3rd Party Suppliers – Racing Post uses various 3rd party suppliers to deliver its services.

Essential:

• An interest in learning new technologies and developing knowledge and skills.
• Demonstrable IT technical knowledge and troubleshooting skills - Windows 10, Mac OS, MS Office, Internet browsers (Chrome, IE, Firefox), Networking principles, Gmail and Google Apps.
• Excellent communication skills.
• Strong customer focus and service delivery.
• Work well as part of a busy team.
• Self-motivated and proactive to provide a quality service and support the business.

Desirable:

• IT qualification or degree equivalent.
• ITIL V3 or upwards certification.
• Keen interest and knowledge in horse racing.
• Previous experience of a publishing environment to understand the needs and pressures of customers.
• Exposure to Google Apps for Business and/or any other cloud based technologies.
• An in-depth knowledge of Microsoft Office Applications.

We offer a range of well-being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programs, and social gatherings. We also provide a pension scheme and various other benefit schemes. Plus, we all get our birthdays off work and enjoy 25 days of holiday per year, as well as the opportunity to buy 5 additional days per year and you can be flexible about when you use your public holidays. We’ve also got you covered with life assurance and exclusive perks like the Star card and our Step Further Awards (our employee recognition program) to recognise your dedication. For those working via the hybrid model (in the office and at home) we’ve made commuting easier with our Season Ticket Loan and Cycle to Work Scheme. You can also take advantage of complimentary access to our Racing Post Members Club, complete with an Ultimate Membership. We believe in making a positive impact beyond the workplace, and you will have the chance to volunteer two days per year with our charity partner, Autism in Racing.